Active since May 2016
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14 reviews2 months ago
Chaos, confusion, theft of car part at CFAO Mobility Toyota Cape Town
I took my Toyota Rav in for a service at Cape Town City Toyota (CFAO Mobility). I have always had good service there, but clearly things have changed... I dropped my cellphone in the car of the driver who took me home after I dropped off my car. When I got home and realised I didn't have my phone, I called Toyota to ask if they had found my phone and they said they weren't sure and would let me know when that driver got back. I gave them my landline and asked me to call me on that number about any car queries and to let me know about my phone. I called another 3 times but nobody called me back. Usually when my car is being serviced, the service adviser calls to let one know how things are progressing and whether there is anything that needs to be done. When I called for the 5th time to find out what the status is on my car, they said the service advisor was not available but they would call me back. I then got a call back and the woman I spoke to (Puleng) said they didn't have my car. I said I had dropped it off at 6.30am and she said they had no record of it. Eventually I worked out that this was a service advisor from East London who had been given my message. I finally spoke to someone in the CT branch and they said my car would be ready by 2pm and a driver would fetch me. The driver fetched me at just before 4pm and took me through to the workshop. The following day I discovered that the rear front black beading for the bumper, which was on the left front seat when I took the car in (and had hoped they would reattach) was missing. I phoned the workshop but they said they didn't have it. I expressed concern, saying this was theft and asked to speak to a senior manager and was told Mr Little the Service Manager would call me back, but he did not. At no time did anyone take responsibility for their mess ups, failing to communicate and the theft of a part of my car. To me this is unacceptable for a company which advertises that they are customer centric and put their customer fist.
0 replies
38 months ago
Discovery Insure Appalling lack of service and refusal to meet insurance contract
My insurer is Discovery Insure - and I had several items and my cellphone stolen 3 weeks ago. I lodged my claim 3 weeks ago and have had the most appalling lack of service from Discovery regarding replacing my phone which was insured with them. I phoned on average 3 to 4 times a day, emailed 4 to 5 times a day, was told different stories by different people - was told the replacement phone had been sent to me, was told my phone was not insure (which I sent proof of) I was told a team leader would phone me back, they didn't. Now I have been told they can't find a replacement phone and they are only going to give me a limited amount of money - this after I had to call them back 5 times a day. Utter contemptuous lack of service. I was now cut off a call for the 4th time this week and still have no answers
56 replies
62 months ago
Appalling lack of communication and appears to be cover-up of internal fraud activities
I had a traumatic fraud event on my Standard Bank credit card and had absolutely zero response from the bank, except for an email saying that my case had been dropped. When I wrote a follow up email to the complaints division, I was told that the case would be referred to a more senior person and they would phone me back within days. It has now been 3 weeks, I have heard nothing. Total lack of communication - highly disrespectful and rude and on top of that I have received emails saying that I have to pay back the money spend fraudulently on my account. There seems to be zero communication skills within the bank, absolutely disregard for customers and NO customer service. Promises are made and broken continually. Why do we pay huge banking fees to a bank which has no regard and seeming utter contempt for their customers? What has happened to following up on a case (as promised) and actually phoning a customer to sort out the mess? When I asked the fraudline person I spoke to if I should report the fraud to the police, they told me not to - clearly there is some sort of cover-up going on here?
56 replies
63 months ago
Standard Bank not protecting customers: Fraud on my Credit Card - beware - this could happen to you with no protection from Standard Bank
On Thursday 28th January, I was phoned by someone purporting to be from Standard Bank Fraud Division. She said that she had noticed suspicious activity on my Credit card and wanted to know if I was making the transactions at MTN, Vodacom and Cell Cell. This person knew many details about me, including my ID number, work, home and cellphone telephone numbers and my bank card number. I do not believe myself to be a naïve or gullible person and I requested verification from the person and was told numerous correct details about myself. I also asked to speak to her supervisor as I said I was concerned about whether or not this was legitimately Standard Bank Fraud division. The person told me that they required the OTP that had been sent by SMS to my cellphone number, in order to block the card and stop the fraudulent activity. I was reluctant to give the OTP and put down the phone. A few minutes later I received another call from ‘Standard Bank Fraud Division” saying that purchases were being made on my account and I needed to give an OTP to stop the card. I tried to end the call – but was told that if I ended the call, I would be liable for the fraudulent purchases. By this stage I was thoroughly traumatised – I am a single mother who only works half day and cannot afford to be lose money. During my interaction, my son phoned Standard Bank fraud line. He was informed they had now blocked my card and they would investigate and call me back in 72 hours. By this time the criminals had spent a substantial amount on my credit card – and had gone over my limit. I received no phone call. I was forced to go into Standard Bank to follow up. Strangely they asked me to call the fraud line again. The fraud division told me they would contact me and let me know how the investigation into the fraud was going and see if they could get the funds back from the merchant. When I phoned the fraud line for a third time, they said I should have received a SMS message from Standard Bank with a reference number and other details – but I never received this. I was also told that the case has been declined by the fraud division and even though they could investigate and follow up with the merchants, they had decided not to do this. Nobody bothered to ask me for the telephone number of the fraudsters – thereby appearing unconcerned about apprehending the criminals. It is concerning that the fraudsters were able to spend more than my limit on my card – and that this did not raise a red flag to Standard Bank. Why did the bank not bother to verify the validity of multiple (13) purchases one after another on a credit card, which I hardly ever use. I subsequently received threatening SMS messages and emails from Standard Bank saying that I over spent my limit and urgently need to pay an amount immediately. I do not have the funds to do this and it surprises me that there is such poor communication within Standard Bank that they do not register my phonecall, email and the case I made about the fraud. Most concerning: I heard from 8 other people who have been scammed in the same way over the last 3 months! Why has Standard Bank not alerted their customers about this scam? It is a real concern that possibly the customer’s detailed information is being fed from inside the bank. I spoke to a victim who was scammed two weeks before I was and the person was encouraged to keep this quiet, and told that if she did so, Standard Bank would give her a full refund. It is concerning that these are criminals are well informed about banking processes and have access to banking numbers (when the call came through it said Standard Bank) and are capable of sending out SMS messages which appear to be coming from Standard Bank. I was told by someone in the fraud division that it is easy to make the number appear as though it is from Standard Bank – but why then doesn’t Standard Bank utilise a system that is not as easily hacked? I was extremely worried about money being spent that I can’t afford so when I was told that my OTP was needed in order to block the card – I really thought that was my only option to stop the spending. Especially as it seemed the call was authentically from Standard Bank. Standard Bank has not protected me, their customer and the lack of communication and support from Standard Bank is appalling. I made a complaint to the Complaints division telephonically and by email and to date I have heard nothing from them whatsoever. Surely it is their responsibility to look after their customers and ensure their safety? While some customers received a full refund after fraud, I wonder when (or if) I will hear back from them and whether they will actually investigate this matter or just let the criminals get away with it? It is concerning that the bank knew about this fraudulent activity which had been happening for several months and yet they did not notify their customers and take steps to warm and protect them. I have been thoroughly traumatised and violated by this experience, but also by Standard Bank’s lack of responsiveness and the shocking service I received from Standard Bank. When I needed Standard Bank to support/ protect me, where were they? I am a single mother who can’t afford to lose this money. To date they have not bothered to call me or respond to my email. I feel this is unacceptable treatment and I am traumatised by Standard Bank's lack of communication, investigation, and their failure to protect their customer and would like Standard Bank to refund me the money.
56 replies
67 months ago
Failure to sort out Vitality Drive and pay me monies owing
I paid for my annual Multipoint check of my car for Discovery Insure in June, but this was never reflected on my statement and hence I did not receive the correct cash back from Discovery. I phoned them 3 times and emailed them 3 times to sort this out and was told it would be addressed and I would receive back pay for the amounts they owed me. Now, 4 months later nothing has been done to update my vitality drive status or pay me the money owed me and I have just been on hold for 45 minutes to their call centre. This is appalling and unacceptable to treat customers this way
53 replies
83 months ago
Fast, efficient service from Discovery Insure
William Machitiso from Discovery Insure assisted me with getting roadside assist to help with my car that wouldn't start. The service was incredibly prompt and efficient - a real pleasure to have this amazing service from Discovery Insure - thank you William and the service provider.
74 replies
91 months ago
Banking nightmare at Standard bank
My son had a Standard Bank account but was told that he had to upgrade it to a student account because he is 17. The bank said I would have to come in another day to open it because it was too close to closing time. We returned twice and on third time had to wait more than an hour to see a consultant. We were eventually sent to consultant who took more than an hour to process the account because she couldn't operate the computer or system as she was a trainee. The banking system is archaic, ineffective and completely lacks customer service
210 replies
95 months ago
Failure to honour reward voucher
I received a Discovery Health Vitality rewards voucher for R500 for Cape Union Mart - as a result of a bonus spin reward for meeting my goals three months in a row. The voucher showed up on my cellphone and when I went to claim it at Cape Union Mart - it had vanished from my phone. It had been on my phone earlier in the day . I noticed in the week before that the expiry dates got mixed up but then did correct. When I phoned Discovery to query why the voucher had disappeared, they said that there was no record of it - insinuating that I was a liar. Philip, whom I spoke to said he would get his supervisor to call me back. More than a week later, nobody had called me back, so i called them and spoke to Vuyo. I questioned why they didn't keep records of awards allocated, but he also insisted that no such reward had ever been issued to me - once again insinuating that I was lying. When I had called in the first person I spoke to said that they had been having issues with the App.
0 replies
98 months ago
Utter lack of customer service and faulty VOIP service which does not work at all
I recently signed up with RSAWeb for Fibre and am thoroughly unimpressed with the complete lack of any customer service and support and lack of accountability for lack of service that I am paying for. I ordered a Voip phone and kept having to phone in to find out when this service would be offered. Not once did anyone phone me back. When my Telkom line had been cut off and I was without a phone for two weeks, I phoned RSAWeb and was told that actually yes, they did have the phone but nobody had bothered to let me know and I had to ask for it to be delivered. The phone worked for about 5 days and then stopped working. I called in to the support line several times and was told the problem had been resolved but it had not. I sent emails and return emails were sent saying that it had been resolved, but I still could not make outgoing calls or receive calls. Whenever I phoned in, I was told someone would keep me updated, but nobody ever did. I used up all of my airtime on my cellphone on hold to the call centre, doing various lengthy procedures and on yet another call was promised that someone would call me back at 3.30pm to try to resolve this, but this still has not happened.
0 replies
99 months ago
False contract with dubious MTN provider
I have been an MTN customer for 20 years and have been on contract with them. In November bought a new cellphone at an MTN store and was told that my contract would need to be upgraded in February. I was told that someone had contacted me to tell me about an upgrade but I said this had not happened. I was then told that someone would contact me. I told the store that I wanted to stay on the same contract as I had been on - namely MyCall 200. I was then sent a new Sim card but the person on the phone said I would be sent a contract - this was never delivered. In December for the first time ever in my 20 year contract, I ran out of airtime and data - which has never happened before and my use of the phone had not changed. At 3am on 25 December, in the middle of a burglary at my home, I did not have airtime to call the police and had to try and buy air time and data. I ran out of data and airtime again in early January and went in to 3 different MTN stores and was told to contact 3 different numbers of MTN subsidiaries as they said my contract had been outsourced to a subsidiary - none of the numbers were correct and were private individual's homes. I phoned MTN in January and explained that I had never asked or agreed to be put on a different contract and asked to have my prior contract resumed. I also said that my contract was with MTN, not some dodgy subsidiary, who clearly was not giving me the airtime and data and I had requested. I was told by the call centre operator that my contract would revert to the previous package. Clearly this did not happen. Once again, I have run out of data and airtime and nothing has been done to revert my contract to the previous contract where I never had problems running out of airtime and data. The complete lack of customer service and support, the palming me off on a dubious subsidiary of MTN and broken promises are unacceptable.
105 replies
Review Distribution
5 Star
3 (21.428571428571427%)
4 Star
0 (0%)
3 Star
0 (0%)
2 Star
0 (0%)
1 Star
11 (78.57142857142857%)